indo79

Stayed here a couple of weekends ago and as a Gold did not get anything special because of their already generous check in/check out policy.

What I did not like, however, as the authorization charge on my credit card was not an authorization, rather as a full charge on my credit card. Following check out, they also charged the nightly rate to my credit card so really, the front desk staff needs to be re-trained.

It's been 7 business days and still no resolution yet.

Anyone else had this issue?

Starwood Lurker II

Hi. If you are able to drop us an email with more details, we can review them for you though we are not able to promise that a resolution can be found at this point of time.

[email protected]

Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd

JCFans

Hey guys, can anyone confirm that the SNA upgrade is to the Keraton Suite, which is some 1300sqft? Considering this property vs. the Fairmont, which also upgrades into a similar-sized suite with the upgrade certificate.

Thank you.

broadwayboy

SNA is N/A here. Platinum upgrade is to their Exec Room with Lounge access.

JCFans

Thanks for your reply! Do you know why SNA is N/A at this property? And do Plats always get upgraded 100% to Exec w/ lounge?

Thank you.

raunow

If Exec space is available, yes (which I've never experienced it isn't).

And the Exec room is larger than most Junior Suites. Actually the bathroom is larger than many hotel rooms.

The Keraton suite is the local interpretation of the Presidential/Royal Suite which is not usually part of the SNA pool.

GalaxyChris

I read someone talking about Keraton "immigration assistance and car transfer", do it really speed up the immigration process ? What is the charge for that ?
I will fly Malaysia J and arrive at 10PM (Saturday night).

Got a very nice BRG for a 3 days stop.. Interested to discover this place.

I have the possibility to use my SNA inside my SPG booking

Room available in the SPG website, seem the room name has changed :
Grand Deluxe Room
Junior Suite <--- Platinum regular upgrade ?
Club Junior Suite
Keraton Suite <--- Not SNA part ?

Thanks for infos.

chad75

12 months ago paid 725,400 for the BMW transfer and 350,000 for the immigration fast track. I guess time saving depends on the amount of people at immigration but I found it a very seamless system and worth the small extra cost.

newshound

Quick trip report.

I had a 2 night stay and overall was fairly nonplussed by the property.

Check in was efficient with upgrade to junior suite and decent explanation of plat benefits.

The room itself was only so-so. I was given a low floor room which suffered from noise through the night. I'm a fairly light sleeper and the noise of a nearby nightclub and the construction work next door really made it hard for me to sleep. The room was kind of odd - lots of empty space and while the fixtures and fittings looked nice (particularly the bathroom) the quality/upkeep was marginal.

The exec lounge offered a la carte dining which was actually really good although the view and atmosphere of the room itself was left wanting. I really didn't feel like spending any more time that absolutely necessary there.

Breakfast really wasn't up to scratch for a 5* property. The staff seemed keen but somewhat clueless, frequent small mistakes and somewhat poor English led to some frustrations. The food itself was find but not exactly an epic spread.

Would I go back? Frankly the big plus of the property is location but even so, the price doesn't quite add up given the hard and soft product. If I found a decent cheap rate I'd consider going back but I think the Keraton is probably a pass for me on my next trip to Jakarta.

Assimilated Cajun

Just had a four-day visit to Jakarta and split it between the Hermitage and the Keraton. If I had been asked to guess which one was in the Luxury Collection I would have said Hermitage without hesitation.

The one thing that might make me come back to the Keraton, aside from its convenient location, is that just about every staff member I encountered, from the General Manager to the housekeeping staff, went out of his or her way to make me feel welcome. Unfortunately they just don't have much to work with.

The Keraton has what one staff member described as "minimalist" design. I assume the floors are bamboo, but they look more like faux-wood laminate. My room -- I was told that as a Platinum (actually Plat Premier) I had been upgraded, but no mention was ever made of a suite -- was reasonably comfortable, and as others have pointed out the bathroom was quite spacious, but it was not the least bit elegant or luxurious.

Another thing I learned upon checking in was that instead of choosing between breakfast and bonus points, elite members must choose only one from among three options: points, breakfast, or lounge access. In just about every other hotel I've ever stayed in -- the only exception I can think of is the Waldorf Astoria -- if there's a lounge then top-level elite members get access to it. In most such hotels these elite members also get free breakfast, but in most Starwoods you can only get breakfast by foregoing the bonus points. Having to choose between breakfast and lounge access was a new experience for me, and I can't say I liked it. Lounge access is definitely the better choice -- the food and beverage selections are pretty good, and there are decent places to get breakfast in the adjoining Plaza Indonesia. (The lounge doesn't open until 10 a.m., and the menu at that hour is the same as in the afternoon and evening.) But it's a disappointing choice to have to make. The Grand Hyatt, adjacent to the same shopping plaza, gives its elites lounge access, breakfast in the lounge and/or the restaurant, and nicer rooms with better views than those in the Keraton, all for a more reasonable price.

Finally, when I came across the "infinity pool" at the Keraton I honestly thought it was the baby pool and that the real pool must be just around the corner. There is indeed a large and beautiful pool on the premises, but it's reserved for residents of the Keraton condominiums -- who also get higher floors and what looks like a nicer lounge than the one to which hotel guests have access.

SHLTP

I am skipping Keraton because of plat choice for breakfast or lounge. I read elsewhere they made this change post Aug 18 integration so some props are using new Marriott rules to reduce benefits (Sheraton Hua Hin not giving plats access to lounge is another one).

I am skipping props that are reducing benefits long given to plats. I understand the cost considerations but don't like it and will vote with my wallet

chad75

I recently made a pre paid booking for the Hermitage and then for here two weeks later - should have read this thread before hand

Wonder if this is going to be the trend for all Luxury Collections in Asia Pacific (as well as the Chinese Ws).
I don't mind the somewhat stark rooms but agree on the pool - at first glance I thought it was just a decorative water feature!

sandyph

what a shame, I highly enjoyed both the breakfast and the lounge offering the last time I stay there.
glad I make an effort to stay before the merger

X-ON

It is strange that access to the lounge do not include breakfast in the restaurant that is a very common practice in Asia, especially since the lounge not open until 10 AM. I guess MAR "one size fits all" policy is making its mark. I guess they want to make sure that certain hotels do not spoil their elite guests . So much for "SPG legacy hotels will continue to provide elite benefits as before" ... hot air...

edsh

I agree. I've alternated previous stays between the Keraton and Hyatt and preferred Keraton because the lounge offered a much quieter and personalized level of service. Now my choice will be Hyatt where I don't have to give up breakfast to get evening lounge access. It sure was good while it lasted.